The Duffloo Clothes Safeguard Plan

Every Duffloo order includes our Standard Clothes Safeguard Plan at no extra charge. It is Duffloo's own service guarantee — our promise about how an order handled through the platform is put right, delivered as discretionary service credits.

It is not insurance

The Clothes Safeguard Plan is not insurance. It does not indemnify you and it does not guarantee payment. Service credits have no cash value and may be used only for Duffloo services. Gold and Diamond are paid service upgrades that include priority handling and a higher service-credit limit — they are a better service package, not an insurance policy.

Service-credit levels

Service credits are calculated at 60% of an item's retail purchase price and are issued at Duffloo's discretion. Proof of purchase or item value may be required. You can upgrade at checkout; the level that applies to your order is shown in the app before you confirm.

Service-credit limits by level. Gold and Diamond are optional paid upgrades.
LevelPriceUp to, per itemUp to, per order
StandardIncluded with every order$30$150
Gold$0.45/lb$45$300
Diamond$0.65/lb$70$450

Reporting a problem — 48 hours to tell us, 7 days for evidence

If there is a problem with your order — wet garments, a foreign object, or a damaged or lost item — notify us in writing within 48 hours of delivery at support@duffloo.com, with your full name and a description of the problem. Reports made after 48 hours may not be eligible.

You then have 7 days from delivery to send us the supporting evidence — photographs, a proof of purchase, or anything else we ask for. Evidence sent after 7 days may not be considered, though we will not refuse a claim for late evidence where you have made reasonable efforts to provide it.

Only the value of the garments in which the defect was found is considered. Credits are provided as Duffloo account credit only.

What the Plan does not cover

The Plan does not cover ordinary shrinkage, holes or tears from normal laundering and wear, or colour bleeding, as these can occur in any standard laundering process. You will also not receive a credit for quality differences between orders. Credits are at Duffloo's discretion.

Your statutory rights are unaffected

Nothing in the Clothes Safeguard Plan limits any non-waivable right you have under Ontario's Consumer Protection Act, 2002, including the right to services of reasonably acceptable quality and any statutory refund remedies.

Service credits under this Plan are in addition to, and not in substitution for, those rights. Accepting a service credit does not settle, reduce, or waive any statutory right or remedy you have, and the credit limits above do not cap any such right.

Full terms

This page is a plain-language summary. The governing wording is section 6 of our Terms & Conditions, alongside the Refund Policy. Where this page and the Terms differ, the Terms apply.

Questions